Welcome to SOCAP Australia

The Society of Consumer Affairs Professionals - where Australian and New Zealand complaint professionals come to connect, develop and train for skills, and advance the complaint management industry. Here you’ll find information about…

Upcoming Events

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Coming Events

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SOCAP Member Lunch & Learn - Certification in the Community - 1 April

Date:: 01 April 2025 - 01 April 2025
Time:: 12.30pm AEDT - 1.30pm AEDT

Join us to hear first-hand insights about SOCAP Complaints Professional Certification from our panellists, Megan Papadopoulos (Bendigo Bank) and Rebecca Lisyak (Suncorp) as they share their perspectives on SOCAP Certification. These valuable perspectives can help you and your team as you consider the value of SOCAP Certification.

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De-escalating High Stress, High Impact Calls - 3 April

Date:: 03 April 2025 - 03 April 2025
Time:: 12.30pm AEDT - 4.30pm AEDT

Explore how to bring true empathy into your organisational response, whilst at the same time protecting yourself from the personal impact of confronting conversations with those that might be heightened, struggling or at risk.

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Managing Unreasonable Conduct by Complainants (MUCC)– NSW Ombudsman & SOCAP - 8 May

Date:: 08 May 2025 - 08 May 2025
Time:: 9.30am AEST - 1.30pm AEST

To prevent or minimise MUCC which has potential to raise substantial health, safety, and cost issues for an organisation, and its staff.

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SOCAP Connect

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Navigating the New Era: The Impact of ASIC's IDR Reporting Requirements and the Critical Role of Training

31 March 2025

The Australian Securities and Investments Commission (ASIC) has implemented new Internal Dispute Resolution (IDR) requirements, marking a significant shift in the landscape of financial services and insurance.

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Unpacking ASIC's 2023-2024 IDR Insights Report: Key Findings and Industry Implications

31 March 2025

In December 2024, the Australian Securities and Investments Commission (ASIC) unveiled its first annual insights from the Internal Dispute Resolution (IDR) data reporting framework covering the financial year July 2023 to June 2024.

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Meet the SOCAP Board: Kassandra Hochwallner

10 March 2025

Meet Kassandra Hochwallner, Head of Customer Relations at BOQ Group, who leads IDR and EDR complaints strategy across Bank of Queensland, ME Bank, and Virgin Money Australia. With a passion for improving customer experiences through complaint insights, Kassandra shares her journey into dispute resolution, key career advice, and thoughts on the biggest opportunities for complaints professionals today.

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